Service Desk Ticket data: All ticket data (user input, helpdesk, deskside) is entered into Service Now. Data is extracted from Service Now and loaded into Apptio at month-end. Data includes:
Ticket Number
Create Date
Type (Incident, Inquiry, Password Reset)
Short and Long Descriptions
Status (i.e., Open, Closed, Cancelled, Awaiting User Info, 3rd Party Pending, Resolved)
Priority (High, Medium, Low)
Category (Applications/Software, Data Center/Facilities Equipment, End User Hardware, IT Systems)
Subcategory (i.e., Database, Mainframe, Middleware, Network, PCs, Servers, etc.)
Subcategory 2 (further breakdown of Subcategory: i.e., Citrix, Printer, Keyboard, Oracle, Telephone
Application ID & Name
Caller Info (Name, Department, Location)
Assignment Group (support team assigned problem)
Resolution Team (support team who resolved problem)
Incident Duration
End User Devices (Workstations): Discovered by Altiris (subsidiary of Symantec) and then loaded into Service Now nightly. Data is extracted from Service now and loaded into Apptio at month-end. Data includes:
Device Type (Standard Laptop, Desktop, Lightweight Laptop, Power Desktop, Power Laptop, Infra Workstation)
Manufacturer and Model ID
Serial Number, Machine Name, Asset Tag
RAM, Core Count, Disk Space
Current Status (i.e., deployed, in stock, disaster recovery, awaiting repair, loaner, decommissioned)
Last Inventory Date
Operating System, OS Version, OS Edition
Operational Status
User ID, User Name, Department Code, Location/Office
Warranty End date